AccountId: 011433970860
ContactId: 36dec5c8-fead-4608-b798-940e72b5e44a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204820 ms
Total Talk Time (AGENT): 58849 ms
Total Talk Time (CUSTOMER): 49732 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/36dec5c8-fead-4608-b798-940e72b5e44a_20250124T15:42_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if I'm still do I still have coverage.
[AGENT][POSITIVE] I'd be happy to assist with your policy today. Um, may I have your first name please?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII].
[AGENT][POSITIVE] And Mr. [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number, which one would that be, the group number or the member number?
[AGENT][NEUTRAL] Member number.
[CUSTOMER][NEUTRAL] 01972670
[AGENT][NEUTRAL] And if you can please verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII] the email address is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm showing the policy is still active on our end.
[AGENT][NEUTRAL] For the dental, the life.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, dental and life insurance.
[AGENT][NEUTRAL] Um, but.
[AGENT][NEUTRAL] So what, uh, so you just wanted to make sure that you're still active.
[CUSTOMER][NEGATIVE] Right, because I have a doctor's appointment Monday and you know, and the reason why I'm calling is because I haven't seen a payment come out of my account for.
[CUSTOMER][NEUTRAL] Um, UTBA.
[AGENT][NEUTRAL] OK, so, um, I need to refer you over to Universal Trucking. I can give you that number and they will be able to um assist you with any enrollment questions that you had.
[CUSTOMER][NEUTRAL] OK, and because I was like wondering what's going on.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 472-5541.
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 472-554-1
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been great thank you.
[AGENT][POSITIVE] Well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Are we moving finally.